A Knowledge Base in HubSpot is a built-in self-service help center that allows businesses to publish support articles, FAQs, and how-to guides so customers can find answers without contacting support.
It is part of HubSpot Service Hub and is designed to reduce support workload while improving customer experience.
What Is a HubSpot Knowledge Base?
A HubSpot Knowledge Base is a searchable library of help articles that can be made public or internal. It typically lives on a subdomain like:
help.yourcompany.com
Customers can browse categories, search for answers, and resolve issues on their own—24/7.
What Is a HubSpot Knowledge Base Used For?
Businesses use a HubSpot Knowledge Base to:
- Enable customer self-service
- Reduce support tickets and live chat volume
- Provide consistent answers across support teams
- Improve response time for common issues
- Boost SEO with indexable help articles
- Scale customer support without scaling staff
Key Features of HubSpot Knowledge Base
1. Organized Articles
- Categories and subcategories
- Clean, readable article layouts
- Rich text, images, videos, and links
2. Search Functionality
- Keyword-based article search
- Suggested articles based on queries
- Tracks what users are searching for
3. CRM & Ticket Integration
- Link articles directly inside support tickets
- Recommend articles to customers automatically
- Reduce repetitive agent responses
4. Analytics & Reporting
- Article views and engagement
- Search terms with no results
- Feedback ratings (“Was this helpful?”)
- Ticket deflection insights
5. Multi-Language Support
- Publish knowledge bases in multiple languages
- Ideal for global or multilingual customers
Public vs Internal Knowledge Base in HubSpot
Public Knowledge Base
- Visible to customers
- Indexed by search engines
- Ideal for FAQs, onboarding, and troubleshooting
Internal Knowledge Base
- Only accessible to support teams
- Used for internal processes and scripts
- Keeps agent knowledge centralized
Examples of Knowledge Base Articles
Common article types include:
- How to reset your password
- Billing and subscription FAQs
- Shipping and returns policies
- Product setup guides
- Integration walkthroughs
- Troubleshooting common errors
HubSpot Knowledge Base and SEO
A HubSpot Knowledge Base can significantly improve SEO by:
- Ranking for long-tail support queries
- Capturing “how-to” and “FAQ” searches
- Reducing bounce rates by answering questions fast
- Driving organic traffic to your help center
Best practice: write articles in clear, search-friendly language and structure them with headings, bullet points, and concise answers.
HubSpot Knowledge Base Pricing
Knowledge Base functionality is included with:
- Service Hub Starter
- Service Hub Professional
- Service Hub Enterprise
Advanced features like automation, reporting, and multilingual support become more robust at higher tiers.
Who Should Use a HubSpot Knowledge Base?
A HubSpot Knowledge Base is ideal for:
- SaaS companies
- E-commerce brands
- Membership platforms
- Customer support teams
- Growing businesses with recurring questions
Final Thoughts
A Knowledge Base in HubSpot is more than documentation—it’s a powerful support, SEO, and customer experience tool. By empowering users to find answers on their own, businesses can reduce support costs, improve satisfaction, and scale efficiently.